TED’s Guide to what the IT Operations: Operations Maintenance Lead does around here
Reports to: Head of IT Operations
Purpose of this role
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Professionally and technically lead a diverse, busy and highly technical team of 3 line Systems and
Network Administrators. Lead and guide with extensive technical knowledge and good man management
skills. Develop the team to take ownership of IT support and systems administration issues across the
estate. Build and maintain meaningful & productive relationships with the rest of the IT group including the
leadership team, as well as senior stakeholders in the organisation.
Main responsibilities

Build and operate Ted’s IT systems including Windows, Exchange, SQL, Lync, Hyper-v, TMG…

Lead the team technically, showing and using engineering level knowledge of Windows Server,
HP Proliant servers & blades, Storage Area Networks, fibre channel, iSCSI, LANs and WANs.

Represent IT Operations in projects led by other IT teams, and occasionally lead IT projects from
a technical standpoint

Be an expert on the core technologies in use at Ted Baker, and have some exposure to other
technologies also

Organise, standardise and “procedurealise” common IT tasks to a level where more junior IT
administrators can support IT activities and respond to incidents outside of office hours and on a
global basis

Manage incidents, changes and support project implementations sometimes at unsociable hours

Provide support for escalations and other needs in the absence of the Head of IT Operations

Manage a small and developing team of Systems and Network Administrators, one to ones,
objective setting and management, etc

Foster a culture of quality, documentation, planning and communication

Support the team through appropriate training (in house/by example as much as professional)

Champion the evolution of the IT Operations team into a mature, structured and well organised
group of IT professionals.

Visibly support the IT Operations mission/strategy, overall IT vision and Ted’s long term plans

Builds strong working relationships with own team and Ted’s wider team, interfacing between IT
and business needs as appropriate

Liaise with vendors and partners that provide Ted with IT services, such as managed hosting,
backup et cetera to ensure Ted’s systems perform and are available within agreed SLA’s

Work with other technical staff on a global basis

Be responsible for technical environments such as data centres and comms
rooms in offices

Work with other teams within IT Operations to establish a unified global
monitoring solution, dashboards and so on
Tools of the Trade…..

Substantial Microsoft & HP technical experience in a medium or large organisation,

Team leadership/management experience (local and regional/global),

Experience in establishing roadmaps and managing oneself and team to deliver an agreed set of
outcomes/results,

Gravitas & presence. Able to articulate requirements and influence others,

Excellent writing and documentation skills. Writes detailed, well thought out, logical and well
presented documentation suitable for consumption by all in a professional organisation,

Experience in developing policy and process for other technical team members to follow,

Excellent oral and presentation skills,

Always puts Quality first and is able to consistently deliver quality results even when under
pressure

Significant hands on technical experience in several technologies in use at Ted

Not afraid to accept responsibility

Exposure to/knowledge of any of the following will be beneficial: PCI DSS, ITILv3, ISO27001,

Strong analytical and troubleshooting skills

Punctual, articulate, numerate and literate. A true IT Professional.

Tenacious yet patient approach, does not accept the status quo or “the way it’s always been done”
Personal Traits…

Strong organizational and multi-tasking skills

Ability to work proficiently in a fast paced dynamic environment, quick learner

Team player and leader, works well within a team and leads through example and well-articulated
expectations

Rewards success and learns from failure

Manages expectations, sets realistic goals, delivers on promises

Gives and takes honest and constructive feedback

Strong interpersonal and communication skills

Excellent verbal, written and presentation skills

Ability to work under pressure and to tight deadlines

Works well on their own

Self starter able to work to long term objectives

Strong customer facing skills

Experience of working in a Retail business preferable

Willingness to travel

Strong references required